Data Analyst

Data Analyst

Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.

The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they've earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances.

How We Get Things Done

Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.

• Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.
• Grit: We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth.
• Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.
• Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company.

Responsibilities

The Data Analyst owns the analytics function for Tapcheck's Support organization, exercising independent judgment to define how performance is measured, evaluated, and acted on. This role establishes the reporting frameworks, KPI policies, and measurement standards that govern Support and produces the formal analyses and recommendations that leadership relies on to set strategy, allocate resources, and intervene when performance shifts.

This role is focused on business analytics, KPI governance, and decision support, and does not perform QA testing, regression validation, or system performance auditing responsibilities, which are handled by engineering and QA functions.

The ideal candidate operates with significant autonomy, makes consequential decisions about what gets measured and how, and is comfortable holding the pen on matters that influence executive direction.

Strategic Analytics & Executive Influence

• Produce formal analyses and recommendations that directly inform executive decisions on Support strategy, staffing, investment, and prioritization.
• Own recurring KPI reporting across the Support organization — including volume trends, resolution efficiency, CSAT, contact rate, and cost analysis — and determine which metrics warrant leadership attention.
• Independently identify anomalies, gaps, and opportunities in performance data; escalate with a data-backed recommended course of action rather than a flag, and drive the response through to resolution.
• Translate business questions into analytical frameworks and decision models, rather than building or maintaining operational tools or testing systems.

Analytics Infrastructure Ownership

• Consult on SQL, Snowflake, and BI standards used for Support reporting — ensure Support modeling approach, query patterns, and tooling match organizational standards.
• Own the Omni dashboard environment for Support: design new dashboards, retire ineffective ones, and govern definitions across analyst, manager, and executive audiences.
• Develop reusable data models and metrics frameworks that set the standard for how Support data is consumed across the company.
• Focus on data modeling, metric standardization, and reporting accuracy — not system validation, QA automation, or workflow testing.

KPI Governance & Performance Management

• Set and maintain policy for what Support measures, how it is calculated, and how it is interpreted — including authoring KPI definitions.
• Continuously evaluate the effectiveness of the KPI portfolio: recommend retirement of metrics that no longer drive decisions, introduce new ones as the business evolves, and suggest adjustments to targets and thresholds based on observed performance.
• Govern data definitions and methodology across Support reporting, ensuring stakeholders measure the same things the same way and have the documentation to defend their numbers.
• Serve as the decision authority on metric definitions and business interpretation, rather than executing operational audits or validating system-level performance.

Independent Analysis & Action

• Investigate emerging trends — cost-per-contact, tier performance, channel effectiveness, reopen drivers, integrations friction — and determine which warrant cross-functional action.
• Quantify the business impact of Support trends, connecting operational metrics to revenue, retention, and customer experience, and use that quantification to drive prioritization conversations.
• Partner directly with Support Operations, Product, and Data leaders to design interventions, then evaluate whether those interventions worked and recommend adjustments based on the data.
• Evaluate business outcomes and performance trends, not underlying system defects, test results, or QA-related issues.

Cross-Functional Leadership

• Lead alignment conversations with Data, Product, and Engineering on shared definitions, pipeline accuracy, and reporting priorities — representing Support's analytical interests.
• Own and curate the shared knowledge base of Support metrics, methodologies, and query libraries.
• Triage ad hoc analysis requests across the organization, exercising judgment about scope, urgency, and which questions are worth answering.

Is This You?

• Worked 4–6 years in a data analyst, business intelligence, or analytics engineering role.
• Demonstrated advanced SQL proficiency, including CTEs, window functions, and query optimization.
• Built and managed dashboards hands-on in a modern BI tool (Omni, Looker, Tableau, Power BI, or similar).
• Leveraged AI-assisted tooling and connected integrations to enhance analytical output and reduce manual effort.
• Operated independently — scoped problems, decided on methodology, and drove recommendations without close direction.
• Communicated complex findings to non-technical audiences, including senior leadership, and defended recommendations under scrutiny.
• Owned KPIs end-to-end: definition, calculation, governance, evaluation, and storytelling.
• Worked comfortably in ambiguity and exercised judgment on matters of significance to the business.

Preferred Qualifications

• Experience in fintech, SaaS, or customer support operations environments. Familiarity with Snowflake or similar cloud data warehouses.
• Experience with Omni Analytics or LookML-based semantic layers. Exposure to support platforms (Zendesk, Salesforce Service Cloud) and their data structures.
• Understanding of contact center metrics and workforce management concepts. Experience with dbt or other data transformation frameworks.
• Bachelor's degree in Data Science, Statistics, Computer Science, Business Analytics, or a related field.

#Perks

• Competitive base
• Flexible Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Match

Compensation

$90K + 10K Bonus. The actual base salary will depend on numerous factors such as: location, experience, training, knowledge, and skills. Tapcheck reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role.

At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-b, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future.

[IF REMOTE] This is a remote-friendly role. Ideally, candidates will sit in the following states: AL, AZ, CA